When ethics at the top are questionable, you can pretty much guarantee they will be questionable throughout the organization. Poor ethics trickles down. If it’s good enough for those at the top, it’s good enough for the rest of the organization.

For example, let’s assume there are specific policies around vacation and sick time. Yet, […]

James Lawther has worked for 20 years (and a bit more) in all sorts of operational roles, from counting frozen peas to chasing tax avoiders. Currently he is the Head of Operational Excellence for a FTSE 100 company. He writes about customer service operations at Squawk Point,

One of the issues that comes up when I conduct employee engagement surveys among some clients is a lack of trust with senior leadership. Employees often feel as if they do not know everything that is going on and that leadership keeps information quiet and shares little. In some cases this has been quite accurate; […]

The most effective companies are those that lead in their marketplace rather than follow. I’ll give you an example of a “follower” company. I know of one company who, rather than take the lead in their market, would review competitor’s website and then duplicate what they do. They never took the lead in their industry. […]

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The opinions expressed in this blog are my own and don’t represent the views of my current or former employers. These postings should be considered as guidance and “food for thought” but not professional advice.